Post-chat survey reporting

General

Customer satisfaction feedback captured via post-chat surveys is processed directly into the Agents tab. Administrators can configure two distinct survey methodologies:

•Binary surveys: Binary questionnaires capturing Solved vs. Not Solved cases and Contented vs. Not Contented visitors.

•Rating scales: Numerical 1 to 5 rating scales evaluating Politeness and Proficiency.

Multi-agent survey attribution rules

When a chat involves multiple participants, survey scores are attributed according to strict presence rules:

•Simultaneous presence overlap: A submitted survey response is credited to every agent who was present in the chat room simultaneously with the visitor (overlap). If Agent X accepted the chat and invited Agent Y, and both interacted with the visitor, a 5-star rating is credited to both Agent X and Agent Y.

•Pre-accept transfers: In pre-accept transfers, the survey result follows the Accepted Operator. The original assignor receives no survey credit.

•Missed chat exclusion: Missed chats credit no survey results to any agent under both Individual and "To All" routing. Even if an abandoned visitor submits a negative survey, it is not attributed to individual operator profiles.

•Late accept exclusion: Late acceptances where the agent never overlaps with the visitor credit no survey results to the late-accepting agent.

Rating calculation, incomplete surveys and comments

•Arithmetic mean: Politeness and Proficiency scores represent the exact arithmetic mean of submitted 1–5 values. Each field is evaluated independently.

•Blank fields excluded: If a visitor submits a partially completed rating (e.g., rates Proficiency = 4 but leaves Politeness blank), the blank field is excluded from the calculation and does not inject an artificial zero.

•Comment-only submissions: Submitting only text comments without selecting numerical ratings adds zero samples to the rating pool, preserving rating integrity.

Standard survey restriction: The Agents tab only processes responses from standard survey templates provided through your account Control Panel Account Settings / Post Chat Survey page.

If you utilize a custom external survey integration or embedded third-party web forms, the resulting survey metrics cannot be captured on the Agents Statistics page.